•In a negative message, the basic information we have to

convey is negative; we expect the reader to be

disappointed or angry.
•Negative messages include rejections and refusals,
announcements of policy changes; that do not benefit
customers or consumers, requests the reader will see as
insulting or intrusive, negative performance appraisals,
disciplinary notices, and product recalls or notices of
defects .
A negative message always has several purposes:
Primary Purposes:
•To give the reader the bad news.
•To have the reader read, understand, and accept the message.
•To maintain as much goodwill as possible.
Secondary Purposes:
•To build a good image of the writer.
•To build a good image of the writer’s organization.
•To reduce or eliminate future correspondence on the same
subject so the message doesn’t create more work for the writer.
 • In many negative situations, the writer and reader will continue
to deal with each other.
• Even further interaction is unlikely, the firm wants anything the
reader may say about the company to be positive or neutral than
negative.
• Some messages that a first appear to be negative can be
structured to create a positive feeling, even when it is not
possible to make the reader happy with the news we must
convey, we still want readers to feel that:
1. They have been taken seriously.
2. Our decision is fair and reasonable.
3. If they were in our shoes, they would make the same decision.
Apologies
Not all negative messages need to include apologies
No explicit apology is necessary if the error is small and if
you are correcting the mistake.

Negative: I’m sorry the clerk did not credit your account
properly.

Better: Your statement has been corrected to include your

payment of $263.75.
Do not apologize when you are not at fault.
•When you have done everything you can when a delay or
problem is due to circumstances beyond your control, you
aren’t at fault and don’t need to apologize.
•It may be appropriate to include and explanation so the reader
knows you weren’t negligent.
•If the news is bad, put the explanation first.
Negative: I’m sorry that I could not answer your question
sooner. I had to wait until the sales figures for the second
quarter were in.
Better: We needed the sales figures for the second quarter to
answer your question. Now that they are in, I can tell you
that…
•If the delay or problem is long or large, it is good
you-attitude to ask the reader whether he or she wants to
confirm the original plan or make different arrangements.

Negative: I’m sorry that the chairs will not be ready by August
as promised.

Better: Due to a strike against the manufacturer, the desk

chairs you ordered will not be ready until November. Do you
want to keep that order, or would you like to look at the
models available from other suppliers?
 When you apologize, do it early, briefly, and sincerely.
•Apologize only once in the message.
•Let the reader move on to other, more positive
information.
•Even if major trouble or inconvenience has resulted from
your error, you don’t need to go on about all the horrible
things that had happened.
•The reader already knows this negative information, and
you can omit it.
•Instead, focus on what you have done to correct situation.
•If you don’t know whether or not any inconvenience has
resulted, don’t raise the issue at all.
Negative: I’m I didn’t answer your letter sooner. I hope that my
delay hasn’t inconvenienced you.

Better: I’m sorry I didn’t answer your letter sooner.

•In business documents, apologize only when you are at fault.

•I am sorry is used, both to mean “I’m responsible for the error or
problem” and “it’s too bad that this situation happened .”
•Usually “I’m sorry” is interpreted as admitting guilt and avoid using
the words to avoid using the words to avoid being put down in a
conversation.
•Nevertheless, be aware that “I’m sorry” may be interpreted as an
admission of error, and avoid overusing the phrase.
Subject Lines for Negative Messages
•When you write to superiors, use a subject line that
focuses on solving the problem.
Subject: Improving Our Subscription Letter

•When you write to peer and subordinates, put the

topic (but not your action on it) in the subject line.
Subject: Status of Conversion Table Program

•Use a negative subject line in e-mail messages.

Subject: Delay in Converting Tables
•Use a negative subject line in letters when you think
readers may ignore what they think is a routine message.
•The best subject line for negative e-mail messages depends
on whether you’re using a request or initiating the negative.
•When you say no to an e-mail request, just hit “reply” and
use “Re” plus whatever the original subject line was for
your response.
•When you write a new message, you will have to decide
whether to use the negative in the subject line.
The subject line should contain the negative when
•The negative is serious.
•The reader needs the information to make a decision or act.
•You report your own errors (as opposed to the reader’s).
When you write to people whom you know well,
exaggerated subject lines are acceptable:
Subject: Gloom, Despair, and Agony
In other situations, a neutral subject line is acceptable.
Subject: Results of 360 Performance Appraisals.
Organizing Negative Messages
•As with direct requests and routine, good-news, and good
will messages, bad-news messages are best communicated
by using the tone and organization.
•When establishing tone, strive for:
•Firmness
•Fairness
•Goodwill
•With the right tone, you can make an unwelcome point
while preserving audience’s ego.
In a bad-news message, the “you" attitude
translates into:

•Emphasizing the audience’s goals instead of your own.

•Another key is to convey concern by looking for the best in
your audience.
•Finally you can ease disappointment by using positive
rather than negative words.

•Use the indirect or the direct plan, depending on the

audience’s needs.
Organizing Negative Memos
•The best way to organize a negative memo depends on whether
you’re writing to a superior or to a peer and the severity of the
negative information.

Giving Bad News to Superiors

•Your superior expects you to solve minor problems by yourself.
•But sometimes solving problem requires more authority or
resources than you have.
•When you give bad news to a superior, also recommend a way
to deal with the problem.
•Turn the negative into a persuasive one.
Giving Bad News to Peers and Subordinates
•When you must pass along serious bad news to peers
and subordinates, use variations.
•No serious negative should come as a complete surprise.
•Managers can prepare for possible negatives by giving
full information as it becomes available.
For memos, the context of communication is crucial.
The readers’ reaction is influenced by the following
factors:
•Do you and the reader have a good relationship?
•Does the organization treat people well?
•Have readers been warned of possible negatives?
•Have readers bought into the criteria for the decision?
•Do communications after the negative build goodwill?